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Progressing with LiveChat, part 3 - Harvesting your results

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The final part of the series, this webinar will show you how to effectively use the available reports to gauge the state of your LiveChat.

The following topics were discussed during the webinar:

Managing your LiveChat using the available reports
Adapting your LiveChat according to statistics
The webinar also included a short preview of the upcoming ticketing system.

Published in: Technology, Business
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Progressing with LiveChat, part 3 - Harvesting your results

  1. 1. WEBINAR Progressing with LiveChat Harvesting your results 22 November 2013
  2. 2. Host Robert Legien UX Specialist
  3. 3. Agenda 01. Reporting 02. Building efficiency 03. Establishing robust setup 04. New ticketing system 05. Questions & Answers
  4. 4. 01 Reporting Grasping the insight
  5. 5. LiveChat reports how many chats we have? LiveChat CHATS how satisfied are our customers? RATINGS have we reached our goals? GOALS what do customers say? Chats SURVEYS how many and how long users wait to chat? QUEUE were we online when needed? AVAILABILITY how many customers attempted to contact us after hours? MISSED CHATS Website Your App your channels FB page
  6. 6. Dashboard
  7. 7. Total chats
  8. 8. Chats ratings your.page.com ...
  9. 9. Chats ratings your.page.com ...
  10. 10. Queued visitors
  11. 11. Queued visitors (24h distribution)
  12. 12. Queue waiting time
  13. 13. Availability
  14. 14. Goals
  15. 15. Chat surveys
  16. 16. Reports’ export
  17. 17. 02 Building efficiency Beyond the clues
  18. 18. Reports LiveChat Reports Chats Ratings Goals Surveys pro-like agents hi-traffic hours slow Chats goo Chats missed opportunities effectiveness Queue Availability Missed chats
  19. 19. API & webhooks LiveChat API & webhooks API & webhooks Chats Reports • Total chatting time • Total chatting time • Availability per agent Availability per agent • Login/Logout time • Average chat time • Login/Logout time • Available vs. Chatting time (login • Average chat time effectiveness ratio) • Response time ratio (avg.) • Response time ratio (avg.) • Transfers / Touchpoints • Transfers / Channels Work scheduler reporting (was chat tailor made analytics available in AVAILABLE time slots) and more... • IP restriction login attempts - do agents try to log in outside of their restrictege Website Your App FB page
  20. 20. Example 1 Call centre Problem: Our agents receive chats while on the phone. Solution: Once a call is answered, agent's status is changed to offline. Using: REST API (login_status) read more: http://developers.livechatinc.com/rest-api/#update-agent
  21. 21. Example 2 In-house dashboard Problem: We want to display queued users on an internal dashboard. Solution: Send visitors details to your the internal dashboard.. Using: Webhooks (visitor_queued) read more: http://developers.livechatinc.com/build-an-integration/#notify-internal-statusboard
  22. 22. Example 3 Enriching visitor details Problem: We want to append visitor details with our CRM data Solution: Get details from your database, once the visitor has arrived. Using: Webhooks (chat_started) + API (visitor_data) read more: http://developers.livechatinc.com/build-an-integration/#display-visitor-details
  23. 23. 03 Establishing robust setup Beyond automation
  24. 24. Integrations LiveChat API & webhooks Chats Reports Integrations Website Your App FB page
  25. 25. We’ve got plenty of them!
  26. 26. e.g MailChimp Let’s you push automatic newsletters campaigns, for your visitors.
  27. 27. e.g MailChimp Let’s you push automatic newsletters campaigns, for your visitors. All you need to do is just add one field to your pre-chat survey.
  28. 28. e.g MailChimp Let’s you push automatic newsletters campaigns, for your visitors. All you need to do is just fill one field to Your visitors just need to addout one field your pre-chat survey. and they’re subscribed.
  29. 29. G IN M O C T EX N O M TH N 04 New ticketing system
  30. 30. O C G IN M Built-in tickets T EX N O M TH N LiveChat and Chats Website Your App FB page your channels Tickets support@ Email company.com
  31. 31. G IN M O C Built-in tickets T EX N O M TH N
  32. 32. G IN M O C Built-in tickets T EX N O M TH N
  33. 33. Thank you! This webinar will be published on www.livechatinc.com/webinars/ We will include all the answers from today's Q&A session
  34. 34. 05 Questions & Answers

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